Frequently Asked Questions
Q: How can I contact you?
A: You can contact us through our website's online chat, email, or phone. Our contact information is available on the "Contact Us" page of our website.
Q: What are your working hours?
A: Our working hours are from 9:00 AM to 6:00 PM, Monday to Friday. Inquiries received outside of these hours will be responded to as soon as possible on the next business day.
Q: Do you have physical stores?
A: We primarily sell our products online and do not have physical stores. However, you can view all our products and get detailed information on our website.
Q: How can I become a partner or distributor for your products?
A: If you are interested in becoming a partner or distributor, please contact our partnership team directly for more information.
Q: Do you have a promotions?
A: Yes, we offer booking discounts to all customers who place orders in advance. The specific discount varies depending on the timing of the booking and the product.
Q: What should I do if I have a complaint about your services?
A: We take customer feedback very seriously. If you have any complaints about our services, please contact our customer service team immediately, and we will resolve the issue as quickly as possible.
Q: Where do you ship to?
A: We offer shipping services worldwide, including major international markets. If your location is not within our shipping area, please contact us to confirm if we can arrange shipping to your area.
Q: How is the shipping cost calculated?
A: Shipping costs are calculated based on the weight, size, destination of the order, and the chosen shipping method. The system will automatically calculate and display the shipping cost during checkout.
Q: What shipping methods do you offer?
A: We offer various shipping methods, including standard shipping, expedited shipping, and international express delivery. You can choose the shipping method that best suits your needs.
Q: How long does shipping typically take?
A: Shipping time depends on the origin, destination, and shipping method. Generally, domestic shipping takes 3-7 business days, while international shipping takes 7-15 business days. The exact time frame will be provided after order confirmation.
Q: How can I track my package?
A: Once your package is shipped, we will provide a tracking number via email. You can use this tracking number to track the package status on the carrier's official website.
Q: What should I do if my package is lost or damaged during shipping?
A: If your package is lost or damaged during shipping, please contact our customer service team immediately and provide relevant order information and photos. We will assist you with making a claim or arranging a replacement.
Q: Can I change the delivery address?
A: If you need to change the delivery address, please notify us as soon as possible before the order is shipped. Once the order is shipped, address changes may be limited, so please contact us early to ensure the change.
Q: What should I do if there is a shipping delay?
A: If there is a shipping delay, please first check the tracking information to get the latest status of your package. If you still have concerns, please contact our customer service team, and we will assist you in resolving the issue.
Q: Do you ship Internationally?
A: Yes, we do ship internationally. As stated on our Buy365 Design Shipping page, UPS is our default carrier, and Buy365 Design will ship your package anywhere in the world as long as UPS visits your country. We have shipped trade show exhibits and accessories to a number of different locations, but we most commonly ship within the United States, Canada, Great Britain, and France.
Q: How do I return an item?
A: To return an item, please first contact our customer service team with your order number and reason for return. We will provide a return authorization and instructions. Ensure the product remains in its original condition and packaging before returning.
Q: What are the conditions for returning items?
A: Conditions for returning items include: the product must be in its original condition and packaging; return requests must be made within 30 days of receiving the product; customized and special orders are generally not eligible for return. Please check the specific return policy for detailed conditions.
Q: Who bears the cost of return shipping?
A: Return shipping costs are typically borne by the customer, unless there is a quality issue or an incorrect item was shipped. In such cases, we will cover the return shipping costs and arrange for a replacement or refund.
Q: How do I request a refund?
A: Refund requests are typically processed after the returned product is received and inspected. Ensure you follow the return procedures and provide a refund request during the return process. Refunds will be processed to the original payment method.
Q: How long does it take to process returns and refunds?
A: The return and refund processing time is usually 7-10 business days after receiving the returned item. The exact time may vary depending on bank processing times or shipping conditions. We will update you on the refund status via email.
Q: Can I return or exchange customized products?
A: Customized products are generally not eligible for returns or exchanges, except for manufacturing defects or errors. Please carefully review your custom requirements before ordering. If there are quality issues with the product, contact us for a solution.
Q: How do I handle warranty service for a product?
A: If your product requires warranty service, please contact our customer service team and provide the order number and a description of the issue. We will guide you on how to proceed with repairs or replacements and provide the necessary warranty service.
Q: What should I do if I find an issue with the product after receiving it?
A: If you find an issue with the product after receiving it, please contact our customer service team as soon as possible and provide the order number, a description of the issue, and photos. We will assess the problem and provide a solution, including repair, replacement, or refund.
Q: Do I need to keep the original packaging for a return?
A: Yes, to ensure a smooth return process, please return the product with its original packaging. The original packaging helps prevent damage during the return process.
Q: Why might a return request be rejected?
A: A return request may be rejected for the following reasons: the item is beyond the return window, the item has been used or damaged, proof of purchase is not provided, or the return reason does not meet our policy requirements. Please read our return policy carefully before requesting a return.
Q: How can I get after-sales support?
A: You can get after-sales support through our customer service email, phone, or online chat. Please provide the order number and detailed information about your issue, and our team will assist you as soon as possible.
Q: What payment methods do you accept?
A: We accept various payment methods, including credit cards (Visa, MasterCard, American Express), bank transfers, PayPal, and more. Please choose the payment method that is most convenient for you during checkout.
Q: Can I cancel or modify my order?
A: Once an order is confirmed, it usually cannot be canceled or modified. If there are special circumstances, please contact our customer service team as soon as possible, and we will try to assist. However, please note that certain customized products may not be changeable or cancelable.
Q: Can I track my order?
A: Yes, once your order is shipped, we will provide a tracking number via email. You can use this tracking number to check the order status on the carrier’s website.
Q: Do you provide invoices?
A: Yes, we provide invoices. The invoice will be sent to you via email after the order is shipped. If you need a physical invoice, please specify this at the time of ordering, and we will process it accordingly.
Q: What should I do if there is a missing or damaged item in my order?
A: If there is a missing or damaged item in your order, please contact our customer service team as soon as possible and provide relevant photos and order information. We will resolve the issue promptly, including reshipping or issuing a refund.
Q: Can I use a discount code or promotion?
A: Yes, you can use a discount code or promotion code during checkout to receive a discount. Please ensure the code is valid and meets the applicable conditions. If you have any issues, please contact our customer service.
Q: How are customs duties and taxes handled for international orders?
A: For international orders, customs duties and taxes are typically the responsibility of the recipient. These fees vary depending on the destination country. Please check the relevant customs and tax information before placing your order.
Q: How will I be notified of updates to my order status?
A: You will be notified of order status updates via email, including shipping notifications and tracking information. If you need specific details about your order status, you can also contact customer service at any time.